Jayva selects HappyFox software to enhance UX of helpdesk users
Jayva chooses HappyFox practical customer support software to reinforce its global helpdesk offering.
Employees across all three divisions - Jayva UK Ltd, Jayva US Inc and Jayva MidAtlantic LLC - to utilise the HappyFox system.
HappyFox underpins Jayva’s client centric focus by strengthening helpdesk procedures.
Specialist legal sector advisor, Jayva, has chosen HappyFox, the all-in-one helpdesk ticketing system, to more closely align its UK and US teams, and implement best practice standards in order to optimally serve its clients.
Jayva is dedicated to helping law firms globally achieve efficiencies and remain profitable within an increasingly challenging market, reaching this goal by supplying a range of bespoke consultancy and training services. Having identified a gap in the marketplace for an all-encompassing technical support service for queries not pertinent to one particular software solution and spanning general management too, Jayva’s global helpdesk innovation was launched in July 2020.
Priding itself on continual improvement, the roll out of HappyFox on its helpdesk’s first anniversary is a strategic part of Jayva’s quest for exceptional client service delivery. HappyFox will centralise, streamline, organise and accelerate inbound support requests, thereby standardising processes for employees and improving the user experience for clients.
In addition to internal procedural and external relationship advantages, HappyFox will provide Jayva with a wealth of management information from which to garner a unified view of its international business, build a valuable knowledge base of resolved queries and make data-driven business decisions via reporting tools.
Nicola Moore-Miller, Global Chief Executive Officer, Jayva, says:
“As a busy company with employees in two far-flung locations, HappyFox gives us the ability to collate our support resources, track every enquiry and speed up response times. These are the building blocks of client centricity which is our absolute concentration always.
“A key element of our HappyFox installation plan was documenting the process of logging, categorising, tagging, prioritising, addressing and resolving support tickets. We also created a series of videos showcasing HappyFox in action. At Jayva, we champion the bringing together of people, processes and technology for optimum results. We advocate this not only for clients but for our business too. That’s what we’re doing with HappyFox by getting our people on the same page, putting documented processes in place and utilising first-class technology for organisational transformation. Both Jayva staff and our helpdesk users will realise the benefits of our people-process-technology framework powered by HappyFox.
“We’re in the early stages of software usage, familiarising ourselves with the basics and managing our helpdesk function. We see HappyFox evolving with us over time, with self-help, pattern identification and further service innovations just some of the many options.
“For now, it’s business as usual, better than usual. We’re extremely excited about HappyFox becoming bedded in company wide and seeing where it might take us in the future.”
Jayva’s Beck Roberts will maintain responsibility for the UK helpdesk and Joseph Sclafani for the US helpdesk, with assigned deputies for absence cover, monitoring tickets constantly throughout the day. For further details about Jayva’s helpdesk solution, please go to www.jayva.co.uk/news/global-helpdesk, email consulting@jayva.co.uk or call 0333 20 20 995.
